CX Transformation --- How OBJECTIVE are your Business objectives?

It is not surprising when we see
many CX transformations fails to live up to the business case. There are
different schools of thoughts on "When" and "Where" things went wrong in the
transformation journey (yes - it is not a destination but the journey). Every
step counts and even one step in wrong direction can lead to failure.

I personally feel defining
OBJECTIVE business objectives is where better ground work by the organization
itself is more critical. Every enterprise wants

To me - highest weightage for CX
transformation success has to be given to putting quantifiable and realistic OBJECTIVES
than just throwing in some subjective statements. This is where Infosys expertize
helps customers in defining quantifiable objectives

Superior
performance à collate
performance output from existing platform, have performance benchmarks of
vanilla instance using click stream of identified CX application, add
percentage points for non-negotiable customizations and conclude on Performance
numbers (in seconds) for each click stream. This would help in setting
realistic and quantifiable performance numbers

Reduced
customization à be
prudent in pushing back on fancy use cases which were developed to please a
specific target audience. Freeze on the use cases and set a percentage of
customization that will be the threshold. E.g. 10% on Lead, 15% on Opportunity,
7% on Account etc.

Other 4 business objectives would
be covered in Part 2 of the blog

Key to success lies in being OBJECTIVE when defining your
Transformation business objectives. Subjectivity in Business Objectives is
counter-productive